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Tier-1 brand, mid-level generalist role, metro location, and broad infrastructure skill needs increase competition.
Infrastructure and managed-services skills transfer easily across industries.
No explicit years or strict certifications; moderate managed-services experience plus ITIL/ServiceNow preferred.
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Maintain and monitor client IT infrastructure to proactively identify and resolve technical incidents and problems.
Manage work queues and ensure incident/request resolution within agreed SLAs, including ticket updates and quality audits.
Collaborate with teams for second-level support, execute changes following change management processes, and support automation and disaster recovery tasks.
Moderate experience in managed services roles handling cross-technology infrastructure.
Knowledge of ticketing tools, preferably ServiceNow.
Familiarity with ITIL processes and experience working with vendors and third parties.
Bachelor's degree in IT/Computing or equivalent work experience; Workplace type: On-site.
Experienced in managing multi-technology IT infrastructure and second-level support within Managed Services environments.
Operates effectively under pressure with strong client focus and cross-cultural communication skills.
Experienced in change management, incident quality auditing, and collaborating with automation teams.